OVERVIEW

From the outset of any phone call, actively listening, being friendly and maintaining control of the conversation are paramount to the satisfaction of the customer on the other end of the line.

The webinar will provide practical call handling tips for attendees as well as essential skills to confidently answer calls, how to constructively respond to customer telephone inquiries and handle unreasonable customer complaints.

WHY SHOULD YOU ATTEND

97 percent say customer service is “important” or “very important” to their loyalty to a brand. Improving your company’s approach to customer interactions can have a noticeable impact on customer retention, renewal and satisfaction.

AREAS COVERED

The importance and benefits of professional telephone skills

Telephone communication challenges

Non verbal communication

Build rapport and gather essential information

Guidelines for answering the telephone and putting customers on hold

Communication skills to handle inquiries

Effective listening and questioning techniques

Using positive language and taking ownership of call

Closing the call

Communicating with customers with different communication styles

Handling customer concerns and objections

Handling customer complaints-Handling emotional responses

LEARNING OBJECTIVES

Attendees will gain practical tips for answering and making telephone calls in a professional manner

Accurately respond to the customer’s call

Built rapport and satisfy customers’ needs quickly and efficiently

Constructively responding to a customer’s concern or complaint

WHO WILL BENEFIT

HR professional

customer service professionals

Sales & marketing

Tele caller

Call center Executive

Call center Agents

BPO, KPO Executive

Customers support

Key account professionals

Help Desk

Training managers

Client Relationship

Business

Hospitality Service

Workplace Communication

SPEAKER

Audrey Halpern is a highly engaging employee soft skills trainer who helps individuals and teams become more self aware. She walks the people she trains through impactful activities so they can gain the confidence and skills they need to communicate and collaborate effectively and maximize outcomes. She is an experienced Facilitator, instructional designer, and learning and development/HR professional with a passion for making a difference.

Audrey Halpern has had an exemplary 20+yr training facilitation/learning and development career, developing customsoft skills employee programs and on-boarding. Her background in human resources, instructional design and salesmakes for effective workshop design.